Technical Support Specialist

Summary

Upwind Security is a next-generation Cloud Security Platform focused on runtime-aware risk prioritization, threat protection, and cloud infrastructure security. The Technical Support Engineer will troubleshoot complex customer issues, provide strategic cloud-focused solutions, document resolutions, escalate critical cases, and build strong customer relationships.

Responsibilities

• Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed
• Build strong relationships, educate customers on product features, and maintain a professional, supportive tone
• Create and update support documentation while logging all interactions in the support system
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support

Skills

• 1–3 years of experience in similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) - Must
• Fluency in English (both written and spoken)
• Experience in MySQL - Must
• Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
• Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must
• Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must
• Experience in cybersecurity, with an emphasis on cloud environments
• Ability to adapt and learn, working effectively both solo and within a team setting

Qualifications

Must Haves

• 1–3 years of experience in similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) - Must
• Fluency in English (both written and spoken)
• Experience in MySQL - Must
• Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
• Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must
• Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must
• Experience in cybersecurity, with an emphasis on cloud environments
• Ability to adapt and learn, working effectively both solo and within a team setting

Benefits

• Remote work arrangement
• Ongoing training to maintain technical excellence and deliver top-tier support